E-Commerce Customer Service Executive (Chat Support)

Onthego F&B Industry Sdn. Bhd. (1581768-H); Sepang; Hybrid; MYR 25,000 - 28,000; Full time

Benefits offered by this job

Training on products

Career growth opportunities

Supportive working environment

Exposure to e-commerce platforms

Job summary

ONTHEGO is seeking an E-Commerce Customer Service Executive to handle chat-based inquiries across Shopee, TikTok Shop, Lazada, our official website and WhatsApp. This role is not a call centre, with occasional phone support when needed.

You will respond promptly, provide product information, and assist with orders, payments, deliveries and after-sales issues. You must write well in Bahasa Malaysia and English, type quickly, manage multiple conversations, and work well independently or in a team

Qualifications

• Fluent written communication in Bahasa Malaysia and English.
• Able to type quickly and accurately while managing multiple conversations.
• Good problem-solving and communication skills.
• Patient, responsible and detail-oriented.
• Able to work independently and as part of a team.

Responsibilities

• Respond to customer messages and enquiries through Shopee, TikTok Shop, Lazada, official website and WhatsApp.
• Provide prompt, friendly and professional responses to customers.
• Assist customers with product information, pricing, promotions, stock availability and general enquiries.
• Help customers understand product options and make informed purchasing decisions.
• Manage multiple customer conversations efficiently across different platforms.
• Assist customers with order enquiries, payment status, delivery tracking and shipping updates.
• Handle customer complaints, refund requests, returns, cancellations and other after-sales enquiries.
• Coordinate with Operations and Fulfilment teams to resolve customer issues.
• Monitor customer inboxes and enquiries across all assigned e-commerce platforms.
• Identify customer problems and provide appropriate solutions based on company guidelines.

Skills

Bahasa Malaysia

English

Written communication

Typing

Multitasking

Problem solving

Team player

Independent worker

Attention to detail

Job description

E-Commerce Customer Service Executive (Chat Support)

ONTHEGO is looking for a responsible, friendly and detail-oriented E-Commerce Customer Service Executive to join our growing team. This is primarily a chat-based customer service position, where your main responsibility is to respond to customer enquiries through written messages across our online sales platforms, including Shopee, TikTok Shop, Lazada, our official website and WhatsApp. This is NOT a call centre or telemarketing position. Most customer interactions are handled through online chat and messaging. Occasional phone calls may be required when necessary to assist customers or resolve specific issues.

Key responsibilities

Respond to customer messages and enquiries through Shopee, TikTok Shop, Lazada, official website and WhatsApp

Provide prompt, friendly and professional responses to customers

Assist customers with product information, pricing, promotions, stock availability and general enquiries

Help customers understand product options and make informed purchasing decisions

Manage multiple customer conversations efficiently across different platforms

Assist customers with order enquiries, payment status, delivery tracking and shipping updates

Handle customer complaints, refund requests, returns, cancellations and other after-sales enquiries

Coordinate with the Operations and Fulfilment teams to resolve customer issues

Monitor customer inboxes and enquiries across all assigned e-commerce platforms

Identify customer problems and provide appropriate solutions based on company guidelines

About you

Good written communication skills in Bahasa Malaysia and English

Able to type quickly and accurately while managing multiple customer conversations

Comfortable using computers, online systems and messaging platforms

Good problem-solving and communication skills

Patient, responsible, organised and attentive to detail

Able to work independently and as part of a team

Willing to learn about ONTHEGO products, including sports nutrition and supplements

Able to communicate professionally with customers when occasional phone calls are required

Basic salary of RM2,200 - RM2,500 per month

EPF, SOCSO and EIS contributions

Training and guidance on company products and e-commerce platforms

Supportive working environment

Career growth and development opportunities

Opportunity to grow with an established Malaysian sports nutrition brand